1. Who Cares Wins How the Student Access to Services Project will enhance the student experience at Northumbria

2. Overview • What is the Student Access to Services (SAS) project? • What are the benefits? • How will it work? • What we’ve been doing • Timescales and roll-out • Have a go!

3. What is the Student Access to Services (SAS) project? • Formation of Academic Services in 2011 • Academic Registry • Student Support & Wellbeing • University Library • Student experience, expectations and fees • Opportunity and timing • Innovation and a will to do things differently

4. What are the benefits? • ‘join-up’ of services and less ‘bounce’ • Single points of contact • More enquiries resolved at first point • More effective referrals between services • Faster access to appropriate help through 24/7 library service • Students don’t fall down the gaps • Staff empowered and more able to use experience

5. How will it work? • Common first contact in each centre • SSW @ City • CET @ City • SSW/CET/Library @ CL • Libraries at CCW and CCE • Broader range of questions resolved • Referrals through Support Works • Enquiries captured and responsibility for resolution lies with the service not the student

6. What we’ve been doing • Steering Group and 3 work streams • World Café sessions • Visits to other institutions • Development of new support model (from 4 existing ones) • Mapping FAQs through new model • Identifying training needs

7. Timescales and roll-out • Pilot at Coach Lane • CET move into the Library @ Coach Lane • Evaluation of pilot project – ongoing & involves staff, students and School • Recommendations from pilot by end May • SS&W at Coach Lane moves from Allendale into Library, summer 2012 • Service roll-out at City Campus from Sept 2012

8. Have a go! • New Support Model • 25 mins to: • Discuss your own contact with students • Discuss level and type of enquiries you deal with (from the model) • What do you refer and to whom? • What is referred to you and from where? • Feedback – put the jigsaw together